John H Mwangi

Experience

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  Kenya Data Networks

  Jan 2009 - Dec 2011

  • Quality of the network, services and products, • Uptime and availability of the network, services and products,• Timely network and services fault restoration, • Quality Customer Care with SLA achievement, • Customer and Employee satisfaction. Charged with creating an interface between technical support andcustomer service. Core duty is to ensure that clients are served in theshortest time possible and that both the internal and external clients’expectations are exceeded at every interaction.

  • Head of Operations

    Jan 2011 - Dec 2011

  • Head of Customer Support Services

    Jan 2009 - Dec 2010
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  Liquid Telecom Kenya

  Jan 2012 - May 2019

  Head of Network Management and Operations Center

  • Ensuring timely detection, troubleshooting and resolution of faults on Infrastructure elements by NOC as per stipulated SLAs. • Performance management to ensure highly effective and engagement by the NOC team. • Management and scheduling of the NOC talent pool to ensure 24 x 7 x 365 days coverage. • Management and proactive use of all tools provided to ensure high availability and attainment of service levels. • Monitor and manage SLA levels with clients, vendors and contractors. • Network and systems change process management. • Redundancy testing • Processes and procedures development and rollout. Show less

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  Self-employed

  May 2019 - now

  Associate
• 

  Liquid Intelligent Technologies

  Oct 2023 - now

  • Technical Service Manager

    Oct 2023 - now

  • Technical Support Specialist

    Oct 2023 - Jan 2024